Terms of Service
Terms of Service
1. Introduction
1. Introduction
These Terms and Conditions ("Terms") govern the provision of psychological talking therapy services ("Services") offered by Atalanta Healthcare trading as Towards ("Towards", "we", "us", or "our") through our online platform at www.wearetowards.com ("Platform") and at our physical locations ("Towards Hubs").
By accessing or using our Services, you ("Client", "you", or "your") agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Services.
These Terms and Conditions ("Terms") govern the provision of psychological talking therapy services ("Services") offered by Atalanta Healthcare trading as Towards ("Towards", "we", "us", or "our") through our online platform at www.wearetowards.com ("Platform") and at our physical locations ("Towards Hubs").
By accessing or using our Services, you ("Client", "you", or "your") agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Services.
2. Eligibility and Access
2. Eligibility and Access
2.1 Eligibility Criteria
You may access our Services either:
Self-funded: By directly registering and funding your therapy sessions.
Third-party referral: Through an agreement we have with a third-party organization (e.g., your employer or private health provider) ("Payer").
Your continued access to the Services is contingent upon meeting our suitability and eligibility criteria, which may include:
Completion of a clinical assessment.
Availability of necessary technology for online sessions (e.g., device, software, internet connection).
Ability to attend sessions at a Towards Hub, if applicable.
Being aged 13 or older.
2.2 Registration Process
To access our Services, you must complete the registration process, which includes:
Providing accurate and complete personal information.
Creating a secure password (for online access).
You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately of any unauthorized use of your account.
2.1 Eligibility Criteria
You may access our Services either:
Self-funded: By directly registering and funding your therapy sessions.
Third-party referral: Through an agreement we have with a third-party organization (e.g., your employer or private health provider) ("Payer").
Your continued access to the Services is contingent upon meeting our suitability and eligibility criteria, which may include:
Completion of a clinical assessment.
Availability of necessary technology for online sessions (e.g., device, software, internet connection).
Ability to attend sessions at a Towards Hub, if applicable.
Being aged 13 or older.
2.2 Registration Process
To access our Services, you must complete the registration process, which includes:
Providing accurate and complete personal information.
Creating a secure password (for online access).
You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately of any unauthorized use of your account.
3. Services Overview
3. Services Overview
3.1 Assessment and Suitability
Upon registration, we will assess your suitability and eligibility for psychological talking therapies. If our Services are not appropriate for you, we will discuss alternative options, which may include referrals to other providers or advising you to consult your General Practitioner (GP).
3.2 Therapy Sessions
If deemed suitable, we will arrange therapy sessions with a qualified therapist. Sessions will be scheduled at mutually convenient times and may occur:
Online: Via our secure Platform, which includes features such as live text messaging, exercises, questionnaires, and access to session content.
In-person: At a designated Towards Hub.
Please note that we do not provide crisis or emergency services. In an emergency, contact:
NHS 111: For urgent medical help or advice (non-life-threatening).
Emergency Services (999): If you or someone else is in immediate danger.
Samaritans (116 123): 24-hour confidential support.
3.1 Assessment and Suitability
Upon registration, we will assess your suitability and eligibility for psychological talking therapies. If our Services are not appropriate for you, we will discuss alternative options, which may include referrals to other providers or advising you to consult your General Practitioner (GP).
3.2 Therapy Sessions
If deemed suitable, we will arrange therapy sessions with a qualified therapist. Sessions will be scheduled at mutually convenient times and may occur:
Online: Via our secure Platform, which includes features such as live text messaging, exercises, questionnaires, and access to session content.
In-person: At a designated Towards Hub.
Please note that we do not provide crisis or emergency services. In an emergency, contact:
NHS 111: For urgent medical help or advice (non-life-threatening).
Emergency Services (999): If you or someone else is in immediate danger.
Samaritans (116 123): 24-hour confidential support.
4. Duration and Termination of Services
4. Duration and Termination of Services
4.1 Duration
The duration of therapy is determined collaboratively between you and your therapist. After completing therapy, you may continue to access your online account to review session content and resources.
4.2 Termination
You may withdraw from the Services at any time by notifying us. We reserve the right to withdraw Services if:
There is a change in your suitability or eligibility.
You breach any of your responsibilities outlined in these Terms.
In such cases, we will discuss alternative support options with you.
4.1 Duration
The duration of therapy is determined collaboratively between you and your therapist. After completing therapy, you may continue to access your online account to review session content and resources.
4.2 Termination
You may withdraw from the Services at any time by notifying us. We reserve the right to withdraw Services if:
There is a change in your suitability or eligibility.
You breach any of your responsibilities outlined in these Terms.
In such cases, we will discuss alternative support options with you.
5. Cancellation and Refund Policy
5. Cancellation and Refund Policy
We understand that schedules can change. Our cancellation policy is as follows:
More than 24 hours’ notice: No cancellation fee will be charged.
Less than 24 hours’ notice: You will be charged 50% of the session fee.
Missed sessions without notice: You will be charged the full session fee.
Please note: If you are late to a session, your therapist may not be able to extend the session beyond the allocated time.
Refunds for unused pre-paid sessions are available on request, subject to a deduction for any sessions already attended or late cancellations and can take up to 14 working days for your request to be processed.
We understand that schedules can change. Our cancellation policy is as follows:
More than 24 hours’ notice: No cancellation fee will be charged.
Less than 24 hours’ notice: You will be charged 50% of the session fee.
Missed sessions without notice: You will be charged the full session fee.
Please note: If you are late to a session, your therapist may not be able to extend the session beyond the allocated time.
Refunds for unused pre-paid sessions are available on request, subject to a deduction for any sessions already attended or late cancellations and can take up to 14 working days for your request to be processed.
6. Therapist–Client Relationship
6. Therapist–Client Relationship
Towards matches clients with appropriate therapists based on their needs, clinical background, and availability. However, we recognise that the therapeutic relationship is deeply personal. If at any point you or your therapist feel that the relationship is not the right fit, we encourage open and respectful communication. Where appropriate, we can support a transfer to another clinician to ensure the best therapeutic experience and outcomes for you.
Towards matches clients with appropriate therapists based on their needs, clinical background, and availability. However, we recognise that the therapeutic relationship is deeply personal. If at any point you or your therapist feel that the relationship is not the right fit, we encourage open and respectful communication. Where appropriate, we can support a transfer to another clinician to ensure the best therapeutic experience and outcomes for you.
7. Confidentiality and Data Protection
7. Confidentiality and Data Protection
We are committed to protecting your personal information in accordance with applicable data protection laws.
Exceptions to confidentiality may occur if:
We believe there is a serious risk to your safety or the safety of others.
Disclosure is required by law.
In such instances, we will attempt to discuss the matter with you before any disclosure.
We are committed to protecting your personal information in accordance with applicable data protection laws.
Exceptions to confidentiality may occur if:
We believe there is a serious risk to your safety or the safety of others.
Disclosure is required by law.
In such instances, we will attempt to discuss the matter with you before any disclosure.
8. Client Responsibilities
8. Client Responsibilities
By using our Services, you agree to:
Provide honest and accurate information during registration and assessments.
Treat therapists and staff with courtesy and respect.
Attend scheduled appointments or provide timely notice of cancellations.
Maintain the confidentiality of your account credentials.
Ensure your device and software are compatible with our Platform and bear any associated costs.
Use the Services solely for personal therapeutic purposes.
By using our Services, you agree to:
Provide honest and accurate information during registration and assessments.
Treat therapists and staff with courtesy and respect.
Attend scheduled appointments or provide timely notice of cancellations.
Maintain the confidentiality of your account credentials.
Ensure your device and software are compatible with our Platform and bear any associated costs.
Use the Services solely for personal therapeutic purposes.
9. Our Responsibilities
9. Our Responsibilities
We are responsible for:
Providing Services in accordance with clinical best practices and applicable laws.
Ensuring therapists are appropriately qualified and supervised.
Protecting your personal information as outlined in our Privacy Policy.
Assessing and monitoring your suitability for therapy.
Maintaining the functionality and availability of our Platform, acknowledging that occasional downtime may occur.
Continuously improving our Services based on empirical data and feedback.
We are responsible for:
Providing Services in accordance with clinical best practices and applicable laws.
Ensuring therapists are appropriately qualified and supervised.
Protecting your personal information as outlined in our Privacy Policy.
Assessing and monitoring your suitability for therapy.
Maintaining the functionality and availability of our Platform, acknowledging that occasional downtime may occur.
Continuously improving our Services based on empirical data and feedback.
10. Safeguarding
10. Safeguarding
We follow a Safeguarding Policy to protect clients and vulnerable individuals. Where safeguarding concerns arise, we act in line with legal obligations and professional guidance.
We follow a Safeguarding Policy to protect clients and vulnerable individuals. Where safeguarding concerns arise, we act in line with legal obligations and professional guidance.
11. Therapist Qualifications and Supervision
11. Therapist Qualifications and Supervision
All therapists are appropriately qualified and registered with relevant professional bodies such as the HCPC or BACP. Therapists also receive professional supervision in line with industry standards.
All therapists are appropriately qualified and registered with relevant professional bodies such as the HCPC or BACP. Therapists also receive professional supervision in line with industry standards.
12. Misuse of Services and Abusive Behaviour
12. Misuse of Services and Abusive Behaviour
We are committed to providing a safe and respectful environment for both clients and staff. Towards has a zero-tolerance policy for abusive, threatening, or inappropriate behaviour, whether in person, online, or through any other communication channels.
This includes but is not limited to:
Verbal or physical abuse directed at therapists, staff, or other clients
Harassment, discrimination, or intimidation
Repeated misuse or disruption of therapy sessions or platform features
Attempts to access services for any purpose other than legitimate therapeutic support
Where such behaviour is identified, we reserve the right to immediately suspend or terminate your access to the Services, without refund, and to report concerns to relevant authorities where appropriate.
We are committed to providing a safe and respectful environment for both clients and staff. Towards has a zero-tolerance policy for abusive, threatening, or inappropriate behaviour, whether in person, online, or through any other communication channels.
This includes but is not limited to:
Verbal or physical abuse directed at therapists, staff, or other clients
Harassment, discrimination, or intimidation
Repeated misuse or disruption of therapy sessions or platform features
Attempts to access services for any purpose other than legitimate therapeutic support
Where such behaviour is identified, we reserve the right to immediately suspend or terminate your access to the Services, without refund, and to report concerns to relevant authorities where appropriate.
13. Acceptable Use of Platform
13. Acceptable Use of Platform
You agree not to use the Platform in any unlawful manner, or to harass, threaten, or harm others. Any abuse of the Platform may result in suspension of access.
You agree not to use the Platform in any unlawful manner, or to harass, threaten, or harm others. Any abuse of the Platform may result in suspension of access.
14. Platform Availability
14. Platform Availability
While we strive for high availability, we do not guarantee uninterrupted access to the Platform and are not liable for temporary downtime.
While we strive for high availability, we do not guarantee uninterrupted access to the Platform and are not liable for temporary downtime.
15. Limitation of Liability
15. Limitation of Liability
To the fullest extent permitted by law, Towards excludes liability for any loss or damage (including indirect or consequential loss) arising from your use of the Services, save for liability arising from negligence resulting in death or personal injury.
To the fullest extent permitted by law, Towards excludes liability for any loss or damage (including indirect or consequential loss) arising from your use of the Services, save for liability arising from negligence resulting in death or personal injury.
16. Force Majeure
16. Force Majeure
We shall not be liable for delays or failure in performance resulting from causes beyond our reasonable control, including but not limited to internet outages, therapist illness, or government restrictions.
We shall not be liable for delays or failure in performance resulting from causes beyond our reasonable control, including but not limited to internet outages, therapist illness, or government restrictions.
17. Dispute Resolution
17. Dispute Resolution
If you have a complaint or concern, please contact us first to attempt to resolve the matter. If we cannot resolve the dispute informally, either party may refer the matter to an appropriate mediation service before pursuing legal action.
If you have a complaint or concern, please contact us first to attempt to resolve the matter. If we cannot resolve the dispute informally, either party may refer the matter to an appropriate mediation service before pursuing legal action.
18. Changes to Terms and Services
18. Changes to Terms and Services
We may update these Terms and/or our Services from time to time. Any significant changes will be communicated to you through the Platform or via email. Continued use of the Services after such changes constitutes acceptance of the new Terms.
We may update these Terms and/or our Services from time to time. Any significant changes will be communicated to you through the Platform or via email. Continued use of the Services after such changes constitutes acceptance of the new Terms.
19. Governing Law
19. Governing Law
These Terms are governed by the laws of England and Wales. If you reside in Scotland or Northern Ireland, you may have additional rights under your local laws.
These Terms are governed by the laws of England and Wales. If you reside in Scotland or Northern Ireland, you may have additional rights under your local laws.
20. Contact Information
20. Contact Information
For any questions, concerns, or to provide feedback, please contact us at:
Email: info@wearetowards.com
Website: www.wearetowards.com
Address: 12A Albion Place , LS1 6JS , Leeds
For any questions, concerns, or to provide feedback, please contact us at:
Email: info@wearetowards.com
Website: www.wearetowards.com
Address: 12A Albion Place , LS1 6JS , Leeds